Intercom vs Zendesk: Comparison and Alternatives

Intercom vs Zendesk Why HubSpot is the Best Zendesk Alternative

intercom versus zendesk

Intercom, on the other hand, is designed to be more of a complete solution for sales, marketing, and customer relationship nurturing. However, the right fit for your business will depend on your particular needs and budget. If you’re looking for a comprehensive solution with lots of features and integrations, then Zendesk would be a good choice. On the other hand, if you need something that is more tailored to your customer base and is less expensive, then Intercom might be a better fit. Intercom is a customer relationship management (CRM) software company that provides a suite of tools for managing customer interactions. The company was founded in 2011 and is headquartered in San Francisco, California.

Yes—as your business’s needs grow, you will require a more sophisticated case management system. But that doesn’t mean you have to completely switch from your current provider if you’re not quite ready. Sendcloud adopted these solutions to replace siloed systems like Intercom and a local voice support provider in favor of unified, omnichannel support. Businesses should always consider a tool’s TCO before committing to a purchase.

Get ahead of known issues in ways Zendesk can’t

This allows customers to resolve their own issues quickly, reducing inbound conversation volume and scaling your team’s support capacity. Both Zendesk and Intercom offer automation features that improve efficiency and reduce your labor costs. However, if you’re looking for support that goes the extra mile, look no further than Ada. Our customer success team will work directly with your company to provide exceptional support for your customers.

  • Due to our intelligent routing capabilities and numerous automated workflows, our users can free up hours to focus on other tasks.
  • There is also a list of common questions at the bottom of the knowledge base homepage so you can easily find answers to common issues.
  • At the same time, Zendesk looks slightly outdated and can’t offer some features.
  • It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc.

Users with light access–such as knowledgeable agents and supervisors–can be added to tickets for browsing and feedback. While light agents cannot interact with the customer on the ticket, they can make notes and interact privately with other team members and agents involved with the ticket. Collaboration tools enable agents to work together in resolving customer tickets and making sales. Operator, Intercom’s automation engine, empowers Intercom chatbots to gather key information from each website visitor to qualify leads and route customers to the right destination. Intercom and Zendesk are two of the most popular customer service platforms, each with its own set of distinct advantages and drawbacks.

Help Desk and Ticketing

Novo has been a Zendesk customer since 2019 but didn’t immediately start taking full advantage of all our features and capabilities. At first, the company relied on Intercom for its live chat support needs, but with the rapid changes and sky-high service needs, it quickly became apparent that the support team needed a full-service solution. On the contrary, Intercom is far less predictable when it comes to pricing and can cost hundreds/thousands of dollars per month.

Intercom is ideal for personalized messaging, while Zendesk offers robust ticket management and self-service options. Overall, Zendesk empowers businesses to deliver exceptional customer support experiences across channels, making it a popular choice for enhancing support operations. They also have an integrated capability where you see everything related to the one customer in one spot – all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time.

Zendesk chat allows you to talk with your visitors in real time through a small chat bar at the bottom of your site. When visitors click on it, they’ll be directed to one of your customer service teammates. A complete set of customer service management offerings to help you create human relationships with your customers. See how our customer service solutions bring an ease to the customer experience.

intercom versus zendesk

Zendesk for Service transforms customer queries and conversations from all channels–call, web chat, tweet, text, or email–into tickets in the Agent Workspace. Pre-selected assignment rules customize each ticket’s destination, assigning routing paths to agents or departments based on customer priority status, query type, or issue details. You can also follow up with customers after they have left the chat and qualify them based on your answers.

Zendesk supports teams that can then field these issues from a nice unified dashboard. Users can benefit from using Intercom’s CX platform and AI software as a standalone tool for business messaging. But to provide a more robust customer experience, businesses may need to consider integrating Intercom’s AI tool with a third-party customer service platform, as it falls short of a full-stack offering. FreshChat is a customer messaging software built specifically for sales, marketing, and customer representative teams. This software allows representatives to interact with leads and customers on different platforms like their website, mobile app, or social media pages.

intercom versus zendesk

You can set office hours, live chat with logged-in users via their user profiles, and set up a chatbot. Customization is more nuanced than Zendesk’s, but it’s still really straightforward to implement. You can opt for code via JavaScript or Rails or even integrate directly with the likes of Google Tag Manager, WordPress, or Shopify.

An All-on-one CRM Platform for a Better Customer Experience

Their bots use machine learning to suggest web links, knowledge base articles, and answers to FAQs directly within live chats. Intercom’s ticketing system and help desk SaaS is also pretty great, just not as amazing as Zendesk’s. Their customer service management tools have a shared inbox intercom versus zendesk for support teams. When you combine the help desk with Intercom Messenger, you get added channels for customer engagement. Ultimately, it’s important to consider what features each platform offers before making a decision, as well as their pricing options and customer support policies.

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